Taylor – LONDONS BUS INFORMATION SYSTEM 1993

Description

This three-page, text-only document, identified as B:ST08n932, is an authoritative internal report from London Buses Ltd, authored by Group Marketing Manager Sue Taylor. While undated, contextual clues point to the late 1990s or early 2000s, offering a crucial glimpse into pre-digital age public transport marketing. It outlines a comprehensive strategy to revamp London’s bus information system, from printed maps and timetables to bus stop infrastructure. The report details key initiatives, including the digitisation of mapping, extensive customer research segmenting users into ‘information lovers, pragmatists, and phobics,’ and partnerships with design and research agencies like Fitch RS and Define. As a direct account of significant operational and user experience improvements, this document provides highly trustworthy, firsthand insights into large-scale information design and customer engagement within a major urban transport network.